Overview

The Timeline on the Account Profile is a powerful tool that enables you to look back over the history of an account to gain contextual insights. Some Totango user have configured their environments to use multi-level account and product hierarchies, which means that customer touches and engagements are dispersed across multiple timelines within a single account family. 

In order to ensure that all relevant context about an account is easily accessible, Totango has the ability to display all timelines across all accounts within a given account family. This article explains this functionality in detail.

Hierarchy View Filters

The timeline has multiple filters that enable you to hone in on the most important information about an account quickly and easily. These filters are:

• Current Account - This filter shows only events that are linked directly to the account that you are currently viewing.
• All Accounts - This filter shows all events across all accounts within a given account family
• All Parents - This filter shows all events from (1) the account that you are currently viewing and (2) all events from all accounts that are at higher levels of the hierarchy.
• Direct Parents - This filter shows all events from (1) the account that you are currently viewing and (2) all events from the parent account (defined by the parent_id attribute).
• All Children - This filter shows all events from (1) the account that you are currently viewing and (2) all events from all accounts that are at lower levels of the hierarchy.
• Direct Children - This filter shows all events from (1) the account that you are currently viewing and (2) all events from all accounts that have the current account's ID in the parent_id attribute. 
• Account Type - These filters enable you to select specific account types that you'd like to see timeline events for, regardless of their level in the hierarchy.
• Products - These filters enable you to select specific products that you'd like to see timeline events for, regardless of their level in the hierarchy.

Hierarchy Indicators in Event Headers

Unless you are looking only at the current account, in the header of every event, you will see the Account Type and the Parent Account of the account where the event was logged. This makes it easy to understand which hierarchy level a given engagement was logged. It is especially helpful when you have three or more levels in your account hierarchy. 

Known Limitations

The number of tasks returned in the timeline is limited to 2000. This limitation was put into place to help manage timeline performance.